Help
Troubleshooting and FAQ
- Word for Windows
Quick answers to the questions we hear most, from installing the add-in to pairing Zotero, with links to the full steps.
Install and setup
Section titled “Install and setup”Which versions of Word are supported?
Section titled “Which versions of Word are supported?”Microsoft Word on Windows 10 or later, from Microsoft 365, Office 2021 or later, or Office 2019 Retail. Office 2019 Volume License and Office 2016 or earlier can’t run the add-in. To check your version, open Word and go to File → Account.
Does Textmolt work on a Mac or in WPS Office?
Section titled “Does Textmolt work on a Mac or in WPS Office?”Textmolt officially supports Microsoft Word on Windows. Word for Mac isn’t officially supported, and WPS Office isn’t supported yet.
I installed it, but there’s no Textmolt tab
Section titled “I installed it, but there’s no Textmolt tab”Word needs you to add the add-in once after installing: Home → Add-ins → More Add-ins → SHARED FOLDER → Textmolt → Add. See Turn on Textmolt in Word. If the SHARED FOLDER tab is empty, run install.bat again with Run as administrator and restart Word.
The sidebar is blank
Section titled “The sidebar is blank”Install Microsoft’s WebView2 Runtime and restart Word. See The sidebar is blank or doesn’t respond.
How do I update Textmolt?
Section titled “How do I update Textmolt?”Close the sidebar and open it again — most updates arrive that way. You only need to run a new installer when the sidebar shows New version available or Update your installed add-in. See Update Textmolt.
How do I uninstall Textmolt?
Section titled “How do I uninstall Textmolt?”Open Windows Settings → Apps → Installed apps and uninstall Textmolt for Word (or Textmolt, if you used the .exe installer). See Uninstall Textmolt.
Account and sign-in
Section titled “Account and sign-in”Do I need an account?
Section titled “Do I need an account?”Yes, to write with Textmolt. When you’re signed out, the sidebar shows Sign in — open your book where the input box would be. Signing in uses a code sent to your email. See Sign in to Textmolt.
I didn’t get the verification code
Section titled “I didn’t get the verification code”Check your spam folder, wait for the countdown, then click Resend. Some disposable email addresses can’t receive our emails. See I didn’t receive the code.
Do I need an invitation code?
Section titled “Do I need an invitation code?”It depends on how sign-ups are currently set up. On the Create account tab, the panel tells you whether a code is required (An invitation code is required) or optional (Have an invitation code?). See Create a new account.
Can I use Textmolt on more than one computer?
Section titled “Can I use Textmolt on more than one computer?”Yes. Sign in with the same account on each computer. There’s a limit on the number of devices to prevent abuse — if you reach it, contact support.
How do I change the email address on my account?
Section titled “How do I change the email address on my account?”Email changes are handled by our team. Contact support and we’ll guide you through it.
How do I get a copy of my data, or delete my account?
Section titled “How do I get a copy of my data, or delete my account?”Open Settings → Account. Under Data & privacy, choose Request data export or Request account deletion. Each opens a pre-filled email that you need to send; nothing is exported or deleted until our team processes your request.
Writing in Word
Section titled “Writing in Word”Which AI models can I use?
Section titled “Which AI models can I use?”Click the quill pen beside the input box to open the Pen rack. Provided ink models run through Textmolt and use credits. Your own ink uses an API key from a model provider you choose; that provider bills you directly, and no Textmolt credits are used. Which models you can pick depends on your account.
The sidebar asks me to choose a model before I can write
Section titled “The sidebar asks me to choose a model before I can write”Your account needs a model first. Pick one of the models offered, or connect your own API key — the panel walks you through it.
Nothing happens when I click a quick action
Section titled “Nothing happens when I click a quick action”Quick actions need a selection. If the sidebar says Please select some text in the document first, select the text in Word and try again. See Select text and use quick actions.
Can Textmolt read my whole document?
Section titled “Can Textmolt read my whole document?”Yes, when you ask it to. Click + next to the input box and choose Word · full text; it’s sent with your next message only. Typing “the whole document” in a message isn’t enough on its own — use Word · full text. How much a model can take in at once depends on the model, so check important conclusions against your document.
“This chat belongs to …” when I click Write to document
Section titled ““This chat belongs to …” when I click Write to document”Conversations are linked to the document they started in. Switch back to that document, or start a new chat in the one you’re working on. See Conversations belong to a document.
How do I undo a change Textmolt made?
Section titled “How do I undo a change Textmolt made?”Click Undo in the confirmation that appears after Write to document, or press Ctrl+Z in Word. See Undo a change.
Zotero and Viamolt
Section titled “Zotero and Viamolt”What is Viamolt, and do I need it?
Section titled “What is Viamolt, and do I need it?”Viamolt is a small Windows app that connects the Textmolt sidebar to Zotero on your computer. You only need it for the Zotero library features. See Set up Zotero and pair Viamolt.
“Not connected to Viamolt”
Section titled ““Not connected to Viamolt””Start Viamolt from the Windows Start menu, then click Reconnect in the Zotero library panel.
“Can’t open the library yet”
Section titled ““Can’t open the library yet””Open Zotero and make sure Allow other applications on this computer to communicate with Zotero is ticked under Edit → Settings → Advanced. Then click Check again.
My pairing code expired
Section titled “My pairing code expired”Click Get a new code in the panel and enter the new code in Viamolt.
Privacy, plans and refunds
Section titled “Privacy, plans and refunds”What happens to the text in my document?
Section titled “What happens to the text in my document?”Text from your document is sent only when you send a message or run an action — the selection and the paragraphs around it, or the whole document if you add Word · full text. It goes over an encrypted connection to Textmolt and on to the model you chose. See the Privacy Policy.
Where can I see plans and prices?
Section titled “Where can I see plans and prices?”On the Pricing section of textmolt.com. Your current plan is shown in Settings → Account.
What is the refund policy?
Section titled “What is the refund policy?”Read the Refund Policy on textmolt.com. It explains when a refund applies and how to ask for one.
Still stuck?
Section titled “Still stuck?”Send us a message from inside Textmolt, with diagnostics attached. See Contact support and copy diagnostics.